Tag: government

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Use Case: The Hidden Dangers of AI Chatbots for Government Leaders – U.S. v. Heapner

Balance scale with a computer chip on one side and legal documents on the other

In a recent federal court case, a man named Heapner was under a big government investigation. He wanted to get his thoughts organized for his lawyer. Without telling his attorney, he typed his secret legal strategies and confidential details into an AI chatbot named Claude. Later, the FBI searched his house and took his devices. The government prosecutors found his AI chat logs and wanted to use them as evidence in court. Heapner’s lawyers tried to stop them. They argued that these chats should be protected by "attorney-client privilege"—the rule that keeps your talks with your lawyer a secret. But the judge said no. The judge ruled that because Heapner was talking to an AI platform and not a real lawyer, the secret was broken. AI is considered a "third party." Once you share a secret with a third party, you lose your right to keep it private. The prosecution got to see his entire strategy.

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VA Contact Center Modernization Initiative – MyVA311 Launched!

VA Enterprise Contact Center Modernization Initiative With approximately 272 national VA Contact Centers that receives almost 140 million annual calls and services 9 million Veterans, VA has had no consistent approach to customer service. VA studied the best practices of America’s top customer service organizations to learn how they excel at delighting customers. Based on …

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Bringing Government Agency Contact Centers and the Internet Together for a Seamless Customer Experience

Taxpayers often turn to the government when they are overwhelmed and stressed out by personal circumstances. A fragmented experience across government websites compounds their distress both increasing the burden on call center staff and the cost of meeting taxpayers needs. A consistent, thoughtfully designed experience (starting with websites and contact centers) will make a tremendous …

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Using Human-Centered Design (HCD) Approach to Improve Your Government Contact Center’s Experience

Every interaction the taxpayer has with the government is a touch point that shapes their impression on the quality of service received based on a positive or negative experience. The contact centers for government are an integrated platform that provides taxpayers and their family members with accurate information about services and information that can provide …

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Why You Should Celebrate 2016 National Customer Service Week Oct 3rd – 9th!

In the words of Philadelphia's Benjamin Franklin, "Well done is better than well said." The idea of customer service is often reserved to describe interaction with stores, restaurants, and other organizations in the private sector. Rarely do we hear people say "Wow, I had a great experience dealing with the staff at any government agency!" …

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Using Lean Management & Human-centered Design to Improve Government Customer Experience

Lean Management is a customer-centric methodology used to improve the current business process by using the DMAIC (Define, Measure, Analyze, Improve, and Control) technique. Following the DMAIC blueprint will provide organizations insight into what the actual root cause problem is by measuring and analyzing various data sets, and developing process flow maps to understand the …

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Customer Service Versus Customer Experience: What’s The Difference…And Why It Matters

Reblog article: September 24, 2015 by Bruce Jones, Programming Director, Disney Institute In case you’ve missed it, the term “customer experience” is everywhere in business these days. In fact, some experts have declared that focusing on the customer experience has become the single most important factor for an organization to achieve business success—creating a significant …

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